Information to get from Users

• What kind of connection do they have? (56k, DSL, cable modem, etc.)

• What operating system are they running? (Windows XP, windows 200, 98, solaria, mac os 9, mac os X, etc.)

• What Browser are they using, and what version is it? (Netscape, IE, Safari, etc.)

• Have they tried using a different browser? (if they are calling with Internet Explorer, have they already tried using netscape?)

• What ISP are they using? (AOL, Earthlink, netZero, etc.)

• Regarding what school? (http://www-something.com)

• Student Username?

• What is their error? What error page are they on?

• Is all this information in the Trouble Report?